Travel Call Center Agent – Century City

About the role

The Travel Call Center Agent will be the first point of contact for customers seeking travel services. The role focuses on understanding customer needs, delivering first‑class service, and contributing to the profitability of the business while ensuring customers are treated fairly.

Key responsibilities

• Investigate, resolve and process a high volume of customer enquiries following clear guidelines.
• Identify customer needs and provide consistent, high‑quality service.
• Promote the client’s travel products, enhancing experience and loyalty.
• Provide accurate information on products and services to ensure consistency.
• Escalate queries, complaints, and operational or regulatory risks to the appropriate team.
• Take actions that increase customer retention and build a credible reputation.
• Operate customer‑related information systems (GDS) while maintaining accurate and secure records.
• Adhere to company policies, procedures, and a culture of treating customers fairly.

Required profile

• Minimum 2 years’ experience in the travel, tourism or customer service industry.
• Grade 12 or equivalent qualification.
• Completed 12 months of travel and tourism training.

Required skills

• Proficiency with a Global Distribution System (GDS) for handling travel bookings and enquiries.

What we offer

• Clear role expectations, coaching, mentoring and a structured career path.
• Culture of outperformance, engagement and celebration.
• Opportunities to contribute to community initiatives through the WNS Cares Foundation.